B2b Customer Success Executive

6 months ago

Bournemouth, United Kingdom OnBuy Full time

**Who are OnBuy?**

OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere.

We have recently been named one of the UK's fastest-growing tech companies in Deloitte's Technology Fast 50 for the third year in a row (as well as 'Fastest-Growing Tech Business in the South West').

All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed.

**Working at OnBuy**:
We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving.

At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard.

We are a close team, who have the opportunity to learn and grow as OnBuy evolves. We work in a flexible way, meaning we can prioritise our health and relationships, but when we are working, we graft.

**Job overview**:
The Customer Success Executive plays a crucial role in onboarding new sellers, enabling their success, and identifying opportunities to add value to high-potential seller relationships. You will directly influence seller growth, retention and satisfaction.

**Key Responsibilities**:

- Conduct comprehensive onboarding sessions to equip new sellers with a deep understanding of our platform, features and best practices.
- Proactively engage sellers to optimise and upsell platform tool usage, provide support, and advise on growth opportunities. Offer recommendations that suit their needs and objectives.
- Build trusted advisor relationships with priority sellers through ongoing communication, business reviews and advocacy.
- Monitor adoption metrics and proactively reach out to optimise usage and value realisation.
- Turnaround poor performing or off-boarding sellers, identify their improvement opportunities and implement seller growth plans
- Champion process improvements that streamline seller onboarding and boost post-launch productivity.
- Collaborate cross-functionally to enhance the end-to-end seller experience and address issues.
- Analyse account data and trends to inform retention and expansion efforts, and share insights with leadership.

**Requirements**:

- 3+ years in a strategic customer/seller success or business development management role.
- Passion for understanding customer needs and strengthening relationships.
- Ability to identify and articulate growth opportunities.
- Savvy with CRM platforms and converting insights into action.
- Superb communication, presentation and interpersonal abilities.
- Analytical skills and data-driven thinking.
- Outstanding interpersonal and relationship-building skills.
- Self-motivated problem solver with dedication to customer satisfaction.
- Experience with ecommerce marketplaces a plus

**Desirable**
- A bachelor's degree in business or a related field is desirable.

**Benefits**

The salary range on offer for this role is £30,000 - £35,000 per annum, depending on experience.

In return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build.

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